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Policies

Return & Refund Policy

Food is made fresh for you, so it can't be returned like a parcel. But if something goes wrong with your order, we'll make it right. Here is exactly how.

Last updated: 22 October 2026

1. Returns

Because food and drinks are perishable and prepared to order, we cannot accept returns of items once they have been handed over to you, except in the cases listed in section 3. Please check your order at pickup or when the rider hands it over, and tell the rider or call us straight away if anything is missing, wrong or damaged.

2. Cancelling an order

WhenCan I cancel?Refund
Before the restaurant accepts the orderYes: call the branch or our helplineFull refund of everything you paid
After the restaurant accepts, before cooking startsUsually yes, if the restaurant agreesFull refund of the order amount; the transaction charge may be kept if the payment gateway does not return it
While the food is being prepared, or after it is ready or on the wayNoNo refund, unless the order is late or wrong (section 3)
The restaurant declines or cancels the order, or it can't be delivered for a reason on our side—Full refund of everything you paid, including any transaction charge
An online payment is not completedThe order is cancelled automatically after 1 hourNothing is charged. If money left your account, it is returned (section 5)

3. When you are entitled to a refund

You can ask for a full or partial refund, or a replacement, if:

  • an item is missing from your order;
  • you received the wrong item or the wrong size or option;
  • the food is spilled, damaged or tampered with in a way that makes it unfit to eat;
  • the food has a clear quality or safety problem (for example, it is spoiled, undercooked or contains a foreign object);
  • you were charged twice, or charged more than the total shown at checkout;
  • you paid in advance and the order was cancelled, declined or never delivered for a reason that was not your fault.

Refunds are not given for a change of mind after the food is prepared, for differences in taste preference, or when delivery fails because the address was wrong or you could not be reached (see our Delivery Policy).

4. How to ask for a refund

  1. Contact us within 2 hours of receiving your order (or of the expected delivery time, if it never arrived) by calling the helpline.
  2. Give your order code (it looks like MD-1A2B3, shown on My orders) and the mobile number you ordered with.
  3. For damaged, wrong or poor-quality food, send clear photos of the food and packaging when we ask. Please keep the food until the issue is resolved.

We check every request with the Restaurant and usually decide within 24 hours. Depending on the problem we may offer a replacement, a partial refund for the affected items, or a full refund.

5. How and when you get your money back

Approved refunds are paid by MukheDao and go back the way you paid, to the same account or card:

  • bKash, Nagad, BanglaQR or mobile banking: within 3–7 working days to the number or account you paid from.
  • Cards and internet banking (paid through PayStation or SSLCommerz): we start the refund within 3 working days; your bank may take 7–15 working days to show it on your statement.
  • Cash: returned by the rider, by the branch, or to your bKash/Nagad number, whichever you prefer.

We will tell you when the refund has been sent. Refunds are made in Bangladeshi Taka, for no more than the amount you paid. If you used a voucher, the voucher's value is not paid out in cash. If you have not received a confirmed refund in the time above, call us and we will chase it with the payment provider.

6. Transaction charges

Some payment methods carry a transaction charge (currently bKash 1.5%, BanglaQR 1%, SSLCommerz 2% and PayStation 2%), shown on your order before you pay. When an order is refunded in full because of the Restaurant or us, the charge is refunded too. When you cancel an order yourself after paying, we refund the order amount; the transaction charge is refunded only if the payment provider returns it to us.

7. Contact us

MukheDao

Helpline: 01763308308 (9 AM – 1 AM, every day)

This policy does not affect your rights under the Consumer Rights Protection Act 2009 or the Digital Commerce Operation Guidelines 2021. See also our Terms & Conditions.